The CRM literature has little to say
about the role of competition.What are some key questions?How would you develop a research program to address
one or more of them?

What are some of the challenges of
CRM in organizations that sell through multiple channels?
(Brief thought leadership article: Scott A. Neslin, Dhruv
Grewal, Robert Leghorn, Venkatesh Shankar, Marije L.
Teerling, Jacquelyn S. Thomas, and Peter C. Verhoef (2006),
"Challenges and Opportunities in Multi-channel Customer
Management," Journal of Service Research, 11 (9), 95-112.
This entire issue is devoted to CAM/CRM. JSR also published
a special issue on this topic in 2002.]